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Subject: Formal complaint for improper account suspension and unlawful withholding of funds

Dear Sirs,

I hereby file a formal complaint regarding the unjustified closure of my account and the withholding of funds that legally belong to me.

Over a month ago, I deposited money into your platform. After participating in the casino and sports betting activities offered by 1win, I requested a withdrawal of my funds. To do so, I fully and satisfactorily completed all the verification procedures required by the company, including:

Submission of the required personal documentation.

Identity verification via video call, in which I correctly answered all the questions asked.

Despite having complied with all the obligations established in the Terms and Conditions of your platform, I have received a communication indicating that:

My withdrawal will not be processed, and

My account will be closed based on an article whose content is unrelated to my conduct or the legitimate use of my account.

I wish to state the following:

I alone have had access to and use of my account at all times.

The allegations regarding variations in IP address lack sufficient legal and technical basis, given that the use of public wifi networks or the dynamic nature of mobile IPs generate completely normal changes and do not constitute any indication of illicit activity.

I have never violated the contractual terms, nor have I engaged in fraudulent activity, and there is no evidence to justify such a severe measure as withholding all funds. It's a false excuse not to pay me, given the large sum owed.

The unilateral withholding of legitimately earned winnings violates the principles of good faith in contracts, as well as the obligations of transparency and proportionality that must govern the actions of a gaming operator. Furthermore, such withholding could constitute an abusive practice, subject to complaint before the competent regulatory authorities and dispute resolution bodies.

For all the above reasons, I formally and expressly request:

The full and immediate payment of the withheld amount.

Asunto: Reclamación formal por suspensión indebida de cuenta y retención ilícita de fondos

Estimados señores,

Por la presente formulo reclamación formal respecto al cierre injustificado de mi cuenta y la retención de los fondos que legalmente me pertenecen.

Hace más de un mes procedí a depositar dinero en su plataforma. Tras participar en las actividades de casino y apuestas deportivas ofrecidas por 1win, solicité la retirada de mis fondos. Para ello completé de manera íntegra y satisfactoria todos los procedimientos de verificación exigidos por la entidad, incluyendo:

Aportación de la documentación personal requerida.

Verificación de identidad mediante videollamada, en la cual respondí correctamente a todas las preguntas formuladas.

A pesar de haber cumplido con todas las obligaciones establecidas en los Términos y Condiciones de su plataforma, he recibido una comunicación indicando que:

Mi retiro no será procesado, y

Mi cuenta será cerrada en base a un artículo cuyo contenido no guarda relación con mi conducta ni con el uso legítimo de mi cuenta.

Deseo dejar constancia de lo siguiente:

Únicamente yo he tenido acceso y uso de mi cuenta en todo momento.

Las alegaciones relativas a variaciones en la dirección IP carecen de fundamento jurídico y técnico suficiente, dado que el uso de redes wifi públicas o la naturaleza dinámica de las IP móviles generan cambios completamente normales y no constituyen indicio alguno de actividad ilícita.

Nunca he vulnerado los términos contractuales, ni he incurrido en actividad fraudulenta, ni existe prueba que justifique una medida tan severa como la retención total de fondos. Es una excusa falsa para no pagarme, al ser una cuantía elevada.

La retención unilateral de ganancias legítimamente obtenidas contraviene los principios de buena fe contractual, así como las obligaciones de transparencia y proporcionalidad que deben regir la actuación de un operador de juego. Igualmente, dicha retención podría constituir una práctica abusiva, susceptible de ser denunciada ante las autoridades regulatorias competentes y organismos de resolución de disputas.

Por todo lo anterior, solicito de manera formal y expresa:

El pago íntegro e inmediato de la cuantía retenida.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear chusa,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1win Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Have you accumulated your funds with the help of bonus, please?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hello good,

1) From November 5, 2025

2) No, I've never used a voucher

3) No, nobody in my household has an account at this casino.

Thank you

Buenas,

1) Desde 5 noviembre de 2025

2) No, nunca he usado bono

3) No, nadie de mi hogar tiene cuenta en este casino.

Gracias

Dear chusa,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello good,

Email sent just now.

Many thanks for everything.

Buenas,

Email enviado ahora mismo.

Muchas gracias por todo.

Hello chusa,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear chusa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello there,

Thank you chusa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and winnings confiscated.

Thank you!

Hello.

After a thorough review, we confirm that the account was deactivated correctly in accordance with Rule 15.1 of our Terms and Conditions. We strictly adhere to our rules and apply them consistently to all users, therefore we do not make unfounded or arbitrary decisions.

If required, supporting information can be provided via email. Please note that this decision is final and was made following an internal compliance check.

Thank you for the update 1win Casino representative. Would it be possible to provide me with the supporting evidence? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello!

Our specialists need a little more time to gather all the necessary information. We will share the supporting evidence with you as soon as it is received and verified, following the standard procedure.

Hello!

Our specialists are still in the process of gathering the necessary information and evidence.

We kindly ask for a little more time to compile everything and send it over to you.

Hello!

We have sent the requested evidence to your email. Please review at your convenience. If you have any questions or need further clarification, we will be happy to assist you.

Thank you for providing me with the information 1win Casino representative.

Dear chusa, The casino has presented multiple indicators suggesting the presence of duplicate accounts. It is an established industry standard that an individual may operate only one account in their name and supply it with their own funds only. Your activity constitutes a clear violation of this policy, and we therefore find the actions taken by the casino to be justified.

We strongly advise against such behavior, as it may result in similar consequences in the future. In light of these circumstances, we regret to inform you that your complaint has been rejected.

Thank you for your understanding.